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Client Support Specialist II 1732
Job Description
Position Summary:
As a Client Support Specialist II in our Standard Support team, you'll be the first line of defense in resolving issues and addressing inquiries from customers. Your role involves responding to incoming communications, documenting interactions in case management systems, and updating clients on ongoing resolutions. You'll resolve client inquiries directly through established methods or escalate them to other departments if necessary.
Expected Duties:
-Coordinate with internal departments to resolve issues and follow through with clients until completion.
-Take inquiries from systems and use discretion and decision-making authority to resolve customer issues.
-Assist in developing support delivery strategies, escalation procedures, and training while mentoring junior specialists.
-Provide information about products and services, answer questions, and resolve problems.
-Complete tasks supporting the implementation of procedures.
-Ensure inquiries are followed up on and resolved.
Qualifications: Knowledge, Skills, and Abilities:
-Preferred: Prior education or career experience. You'll apply acquired job skills, company policies, and procedures to complete tasks with little supervision. The position involves performing routine tasks and using a basic skill set and proficiency in the subject area.
-Ability to determine a course of action based on guidelines and modify processes as needed.
-Exercise judgment within defined procedures to determine appropriate actions.
-Build productive internal and external relationships to resolve mutual problems through collaboration.
-Preferred: Bachelor's degree and 2-4 years of related experience or equivalent work experience.
-Strong relationship-building skills to collaborate on procedures or transactions.
This role is ideal for someone who enjoys problem-solving and is passionate about providing excellent customer support. If you're ready to take on this exciting challenge, we'd love to hear from you!
